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Operations Excellence Lead

3 weeks ago

Midrand, Gauteng, South Africa Cell C Full time
Job Requirements

To succeed in this role as an Operations Excellence Lead, you will need to have a strong background in operations management, excellent communication skills, and the ability to drive process improvements.

You will be responsible for providing exceptional customer service, identifying areas for process improvement, and implementing solutions to drive efficiency and effectiveness.

Key Responsibilities:
  • Provide service management support including SLA reporting, workflow improvements, and escalations to MVNOs regarding open service tickets.
  • Assist the outsource partner in defining SLAs and ensure completeness and quality of business requirements from MVNOs.
  • Communicate with operations teams to ensure MVNOs meet operational targets and SLAs.
  • Conduct and analyze quarterly SLA results and business satisfaction surveys with assigned MVNOs.
  • Establish processes required to manage the Cell C and MVNO relationship, including demand management and service management.
  • Ensure timely delivery of reports, invoicing, and pricing to assigned MVNOs as per operations manuals and agreements.
  • Participate in project estimating/planning processes and communicate changes and impacts.
  • Drive wholesale billing reconciliations and inquiries from MVNOs for timely resolution.
  • Identify, research, and resolve customer issues and follow up on inquiries.

Qualifications:

  • NQF 7, Bachelor's degree in Business Management/Administration/Finance/Sales, or related field.